About RoadRunner

At RoadRunner, our daily motivation is to accelerate the road to Zero Waste™ while providing maximum value for our customers and our communities. We achieve this through efficient, cost-effective and sustainable waste operations.

Our team cares deeply about each other and our planet, and we are dedicated to leveraging technology and innovation to modernize a vital industry with integrity, expertise and a passion for create a future where waste is a problem of the past™.

Technology, artificial intelligence and data-driven strategies are the backbone for our team of waste experts to reliably provide our customers with the most streamlined, cost effective and sustainable waste and recycling services.

Since RoadRunner’s creation in 2014, we’ve helped more than 12,000 customer locations achieve an average between 10 - 20% savings on their monthly waste bills while also improving their recycling efficiencies. We’re proud that RoadRunner’s industry-leading model has been recognized by the SEAL Business Sustainability Awards 2023, Pittsburgh Business Times’ Best Place to Work 2022, and Pittsburgh Inno’s 2022 Fire Awards. 

Our Glassdoor reviews are fantastic (4.0/5 on 245 reviews), our CEO’s approval rating is 90%, and 81% of our reviewers would recommend working here. Our Indeed ratings have consistently improved as we’ve been expanding our teams (3.5/5 on 69 reviews) and we now have over 13K followers on LinkedIn.

Job Summary: 

The Customer Success Advocate role serves as a primary point of contact with RoadRunner's customers.    This role works closely with customers to promote retention, loyalty, and growth opportunities, working to ensure overall satisfaction with the services they receive and to improve upon areas of dissatisfaction. This role is responsible for managing multiple projects simultaneously and acting as a bridge between RoadRunner's customers and internal operating departments.

Primary Duties Including % of time

• 50% - Responsible for Customer Health oversight and resolution across supporting areas.  Partners cross-functionally with internal partners to develop effective strategy and intervention plans to address customer health, including direct involvement in activities necessary to stabilize and save at-risk client business.
• 35% - Lead customer expansion and margin opportunities (SWAP/diversion/optimization/new opportunities). Serve as quarterback role with internal RoadRunner teams to ensure smooth and on-time transition.     
  Tasks include presenting strategy quote/estimate, gaining customer approval, resource/team alignment, timeline coordination, monitor and communicate progress/milestones, tracking execution/issues.   
• 15% - Performs all customer retention risk and off-boarding related activities

Organizational Relationship:

• Advocates Report To:  Customer Success Manager                            
• Direct Reports:  None
• Interacts with:  Customers, Operations teams, Finance team, Customer Success Representatives, Sales

Skills and Experience:

• Comfort with ambiguity, ability to act without having the whole picture using sound judgment and strong decision-making skills.  
• 2-3 years experience in a corporate customer service setting
• Passionate about business results and quality, with a strong sense of accountability, metrics and ownership.
• Strategic thinker with the ability to grasp the tactical details.
• Strong verbal and written communication skills
• Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision.
• Proven ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever changing business needs.
• Strong analytical and problem solving.  Solid decision making in a timely manner.
• Ability to learn new software and systems

Education:

• Bachelor’s Degree Required 

Core Values:

• Trust - Have confidence in our team. Have integrity in your actions.
• Care personally about each other - Show compassion, empathy and open-mindedness.
• Be Passionate - Love what you do. Love what we do.
• Embrace challenge - See obstacles as opportunities to learn and grow.
• Be Humble - Stay grounded. Seek feedback. Be curious.
• Be Accountable - Take ownership. Be reliable. Be proactive.

We are excited to consider talented individuals from across the country. However, please note that we currently do not support candidates residing in the following states: Alaska (AK) / Delaware (DE) / Hawaii (HI) / Louisiana (LA) / Maine (ME) / Nebraska (NE) / Nevada (NV) / New Mexico (NM) / North Dakota (ND) / Rhode Island (RI) / South Dakota (SD) / Vermont (VT) / Wyoming (WY) 

We thank all candidates for their interest in RoadRunner, but we cannot respond to everyone personally. Only those selected for an interview will be contacted. We look forward to reviewing your application! 

RoadRunner is an affirmative action and equal opportunity employer and is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. It is the policy of RoadRunner that qualified individuals with disabilities are not discriminated against because of their disabilities regarding job application procedures, hiring, and other terms and conditions of employment. It is further the policy of RoadRunner to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. RoadRunner is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. 

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